guide / reviewed 27 Sep 2026
WhatsApp contact and handoff checklist
Check entry context, contact expectations and escalation before using WhatsApp in a sales workflow.
The situation
A person contacting a business on WhatsApp may expect a reply to that request, but that does not settle every future marketing use. Keep the original request and contact basis visible to the responder.
Work through it
- Document how the person started the exchange and what response was promised. Distinguish service replies from campaigns or unrelated follow-up.
- Define which questions may be answered from an approved script and which require an employee. Carry the conversation context into the handoff.
- Check the current platform, provider and local rules for the intended message type before automating. Test opt-out and failure paths.
What to measure
- Conversations with known entry source
- Questions escalated and accepted
- Unrecognized or unwanted messages reported
Boundaries
- This is an operational checklist, not legal advice.
- Do not assume permission on one channel transfers to another.
Questions for your own workflow
- Why did the person contact you?
- What reply did they expect?
- Who handles an exception?